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Dear Sir/Madam,

I hope you are well.

I am writing to report an issue I experienced at one of your ATMs regarding a deposit that was not successfully processed.

Earlier today, I attempted to use the ATM with my bank card, but after inserting it, I received a slip displaying error code 0763. I then realized that my card had been deactivated on the mobile app. I subsequently reactivated it.

As an alternative, I proceeded to use the cardless deposit option. I first deposited R200, which was returned by the machine. I then deposited R400, and the machine prompted me to confirm my details. However, the system took longer than expected to respond, and the transaction did not complete. The money was not returned, and a message appeared on the screen stating that my money had been retrieved.

I immediately reported the issue to the on-site security guard, who advised me to return the following day.

I am concerned about the missing R400 and kindly request that this matter be investigated as soon as possible. Please advise on the next steps and the expected timeline for resolution.

For reference: • Date of incident: 22 march 2026 • Time: 15:13 • ATM location: Evaton mall • Amount involved: R400